ComplaintsforLA-Z-BOY Furniture Galleries

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When we went to this store, we were looking for two recliners with massage and heat. On 3-28-2024 we met Dionne Thompson who seemed to be a straight shooter. That was until he had made the sale of two leather recliners with heat and massage plus they are rockers which we did not know. Once they made this sale, all changed. They insisted that we meet with one of two “design specialists’ for rugs to go with the chairs. We repeatedly told them that we had a rug and did NOT need theirs! Unfortunately, they were so pushy that they followed us home to “help us”! As a result of that site visit, the two employers insisted that we needed two pieces of carpet and pads for almost $700! We again said that we did not need them and the two employees left. Unbeknown to us, the 2 pieces had already been added plus two pads. I called on May 29,2024 and talked to the manager who informed me that “it was too late” to cancel the special order??? Where is buyer’s regret in this scenario??? This company has a great scam going for higher sales! The pieces of carpet could EACH fit under BOTH chairs! I just want folks to know how this company has a great scam to get more money out of their chair sales! The disclaimer, which my husband signed, but was never advised about really covers their butt at the expense of honest folks like us. This is very shady and unethical. We will NEVER buy anything more from this so called business!! I am really upset that Lazy Boy would stoop this low to increase their sales !!

  Business response

  06/24/2024

  Thank you for bringing this complaint to our attention. We have reviewed the complaint submitted by Ms. ******* ***** regarding our In-home design program and special order rugs.
  
  Our sales notes indicate that Ms. ***** requested to cancel the special-order rugs after placing the order. Our policy, which Ms. ***** agreed to and signed, states that special order items are not eligible for return or cancellation.
  
  Additionally, Ms. ***** indicates that the rugs were added to her order after the purchase of the chairs on 3/28. However, our records show that both the chairs and the rugs were included on the original invoice dated 3/28. After Ms. ***** purchased the products, Our In-home designer,  Lauren, and our Sales Associate, Dionne visited her home the same day to confirm the color choice and sizing for the rugs. All details were correct, and the order was submitted at that time with Ms. *****'s awareness and approval.
  
  When Ms. ***** requested to cancel the rugs, our store manager personally reviewed the no-returns policy with her, which Ms. ***** acknowledged. This policy was initially discussed and signed off on by Ms. *****, including her initials beside the products, confirming her understanding of the special ordered products policy. We regret any inconvenience this may have caused, but we must adhere to our policy regarding special orders.
  
  I have attached a copy of the initialed and signed agreement which includes all items purchased along with the agreed upon Terms and Conditions.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Brian H******* | Customer Service Manager
  Tipperary Sales, Inc. d.b.a. La-Z-Boy Home Furnishings and Décor®
  *** ******* *** * **** ***** **  ***** 

  Customer response

  06/25/2024

  Better Business Bureau:
  I do NOT accept their tesponse
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  First of all, they must have called back to the store with the size of the rugs because we did not agree to this sale and I do NOT care what they said- we did NOT want their pieces of rugs for an area that did NOT need it. Besides this, my husband signed and/or initialed where they told him to with no time to read anything!!

  We were illegally not given the 72 hours to cancel this order because they immediately received approval from Synchrony Bank and it was paid as a done deal to two seniors!

  So we were  duped and our rights were violated in the way they do their “little scam”!! With coverage by their fine print which you do Not need to read per the salesman!

  What a pathetic company of felons and crooks’n

  
  
  Regards,
  
  ******* *****

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I saved up, and finally bought a sofa and two recliners from the Greenville SC La-Z-Boy. My reclined no longer worked after one week. We were told to take pictures, and they would send the parts. Once we had the parts, they would send someone out. Three weeks later, no one has come. Today, I was told that they would not accept a return. We have been without a working chair for three weeks and cannot return the product. Stay away from the Greenville SC La-Z-Boy. You may just want to stay away from all La-Z-Boy.

  Business response

  04/09/2024

  Good afternoon Brad,

  Thank you for contacting the BBB with your concern. I understand your desire for a refund but per the agreed upon Terms and Conditions that were signed at the time of purchase, Returns can only be made within 7 days from the date your furniture was delivered. I see that your chair was delivered on 3/1 and your service request was submitted on 3/13 so returns/refund would not be an option at this point. We do however have a service ticket in our system and are currently waiting to hear from our service provider as to when they could have a technician in your area. I see that you are well outside of the 50 mile service distance from the store you purchased from so having a technician scheduled for your area will be based on the provider's availability. This service may also have a distance fee associated with the service as per stated on the Terms and Conditions. Please review your paperwork from your purchase to gain a better understanding as to what was agreed upon. 

  I've reached out to our service provider to see if we can expedite this process for you and a team member will reach out as soon as we have an available date for service.

  Thank you,

  Brian Horridge

  Customer Service manager, Tipperary Sales, Inc. d.b.a. La-Z-Boy Home Furnishings and Décor®

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Special ordered a Bennett Duo Leather sofa recliner appox 2 months ago. It was delivered on 02/13/24. The day of the delivery we began to notice a foul chemical smell coming from the sofa. I called their service dept the next day 02/14/24 to file a complaint. I was told by the service dept. this is a common smell with brand new furniture and should dissipate within a number of weeks. I was then instructed by the La-Z-Boy service rep to put a fan on the sofa and open a window to help reduce the smell. Simply cant make this up. Since then I have been back to the store and spoke to the store manager, Amber, and she said her hands are tied and I had to take it up with service and/or her regional manager. After numerous emails back and fourth with Brian H******* and Johnathan L**** it was made clear to me that La-Z-Boy was not going to refund/exchange the sofa for us. So now, I have sofa my wife is unable to sit on for any length of time as her eyes begin to water and a headache ensues. A leather sofa should smell like LEATHER - not CHEMICAL. I have since learned of a FB grp with over 4K member complaining daily about their BAD experience with LZB. In addition this a very common complaint on the site. One customer claimed the smell landed him in the hospital.

  Business response

  04/12/2024

  Dear Mr. *******
  Thank you for bringing your concerns to our attention regarding the chemical smell emanating from your recently purchased Bennett Duo Leather sofa recliner. We understand your frustration and sincerely apologize for any inconvenience this has caused you and your wife.
  After reviewing your complaint and the steps taken by our service department, we would like to clarify that the chemical smell you are experiencing is not indicative of a manufacturing defect. It is a common occurrence with new upholstered furniture, including leather sofas, due to various factors such as the materials used, packaging, and transit conditions.
  As mentioned by our service department, these odors typically dissipate over time with proper ventilation and usage. We recommended using a fan and opening a window to help facilitate this process. While we acknowledge that this situation can be unpleasant initially, it is important to note that it does not compromise the quality or safety of the sofa.
  We regret any inconvenience caused by the odor and empathize with your wife's discomfort. However, based on our assessment and industry standards, we are unable to offer a refund or exchange for the sofa as it is not a defect but rather a common occurrence with new furniture.
  We encourage you to continue airing out the sofa and using it regularly as this will help expedite the dissipation of the odor. You may also contact La-Z-Boy Corporate office to discuss your concerns. You can reach them at ************* When prompted for your zip code, their system will advise that they do not service your area, at this point, stay on the line and you will be connected with their Comfort Care Department.
  Thank you for your understanding and patience in this matter.
  Sincerely,

  Brian H*******

  Customer Service Manager

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchase a couch from Lazy Boy Furniture in Lexington SC. I specifically requested a couch that was not custom. The fabric and materials were available . I was told by the store manager Dave who was also my salesman that I would receive my couch in 6-8 weeks. Dave also told me he would contact me I. Three weeks to update me with the status of my delivery. After four weeks went by with no contact from Dave or anyone at the Lazy Boy store, I attempted to contact Dave for updates. Dave avoided me for over a month and did not return my call. I went to the store for answers and was told my delivery was delayed by over two months. I requested the orders be cancelled because I did not have a couch in my home and needed one immediately. Dave claimed he could not provide a refund. I disputed the charge through synchrony bank and they started an investigation into the claim. Synchrony advised me Lazy Boy has not responded to the dispute claims. This store lies and told me my couch would arrive in 6-8 weeks knowing that was impossible for them. They lied to make the sale. Now I am without a couch and unable to purchase one until my dispute is resolved by synchrony bank.

  Business response

  08/11/2023

  To whom it may concern,

  Per the store manager where this sale took place:

  Mrs Jackson came into the store and purchased on 5/23. According to our time frames at the time of purchase we were expecting a 6-8 week turnaround on production not arrival or delivery. I am attaching the front and back of the invoice showing where it was circled and signed that this was a special order. She called in the store on 6/20 and Melissa spoke with her. I called on 7/21 one week later and left messages. She came into the store on the either 7/22 or 7/29 and I further explained that there was a leather delay. They demanded a refund and I explained once again that this was a special order. They refused to accept this. I explained they chose a selected leather but that there were no stock Drapers.

  Thank you,

  Tipperary Sales

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ****** reclining sofa and love seat from Lazy Boy in Greenville. We had to wait from March 4, 2023 until the end of May to receive this due to it having to be made according to the specifications and store availability. The loveseat is horribly made. We did not notice the quality until recently when guests came over and were asking us about it. We compared to pictures and truly it is poorly made. We don’t want it fixed because we are aware it could be worse and it isn’t what we thought ( pictures). We spent over $5,000 on just the couch and loveseat and purchased Lazy Boy because we thought this was the highest quality furniture. We were mistaken and very disappointed. We also were physically sick by the smell that came with the furniture and continue to have sinus problems and headaches due to this. It’s very disappointing and difficult as we have tried to deal with the smell (placing clean sheets) on the furniture to try and be able to sit and buffer the smell. We thought we were getting quality for what we purchased not problems to have to deal with.

  Business response

  09/12/2023

  Good afternoon,

  Thank you for sharing your concerns. As per our Terms and Conditions that were agreed upon by the customer (see attached signed agreement), this unit is a Special Order unit and is not subject to Cancellation, Refund, or Exchange. Also, per the Terms and Conditions, Exclusive Service Agreement, we will honor all La-Z-Boy Incorporated warranties. We also offer One-Year free in-home inspection as this customer paid for our Professional Delivery Service, one-year free labor for any type of warranty work is also included with the purchase. I do not see any service attempts for this customer/furniture. We'll be happy to address any warranty concerns that the customer has. 

  Thank you,

  ***** ********

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought new furniture at the beginning of Feb 2022. A sofa, recliner, rug and rug pad. Judy our sales rep showed us how thick the mat was to justify the 100.00 price tag. A few months later the rug arrived, but the rug pad was not what we were shown in the store. Super thin. I called, Judy, she assured me it was the same rug pad we were shown in the store. I cut a sample of the pad we received, brought it into the store, showed her the comparison and she agreed it was not the same. She said she would fix it. Nearly 2 months later and multiple calls, nothing. Last week I went to the store and asked for a refund, the store manager Mike came out and said he’d look into it and give me a call back, which he didn’t. He said all their pads are the same. (So If that is the case, the store is fraudulently showing customers a thicker rug pad in the store, knowing that, isn’t the same thickness they will receive) I was told they can’t just issue refunds because corporate doesn’t allow it. 100.00 may not seem like a lot to them, but it is to me, as well as receiving what I paid for. They refuse to be any help. When I received my recliner, it was also defective. Judy blamed it on my hardwood floors, I threw a fit until they sent someone out to look at it and they agreed the chair was defective and had 1/3 less padding as the floor sample.

  Business response

  07/13/2022

   

  My name is Brian H*******, Customer Service Manager for ********* Sales, Inc. dba La-Z-Boy Furniture Galleries. ********* Sales is an independently owned dealer for La-Z-Boy Inc, and we provide service of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina, and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc.

   

   

  After researching this order by checking all of our order prep photos of the rug and rug pad, what we sent to the customer’s home is in fact the thickest rug pad that is offered. We’ve determined this based on the rug pad backing that is photographed in our prep photos. We offer two thicknesses of the rug pad and they both have different backings. The one shown in the attached photo is of the thicker of the two. We believe that the customer received what was ordered and have no further response to this complaint.

   

  Thank you,

   

   

  Brian H******* | Customer Service Manager

  Customer response

  07/21/2022

  Mr H********, contradicted what the Greenville, SC store manager said. Mike, the store manager said they only sell ONE kind of underpad. Mike has been the store manager for years at that location and should know this. I also brought a sample piece of what I received to the store, the sales associate who sold me the undermat, opened their book to compare and she agreed it wasn’t the same. So when Mr H******** states.. he “believes” is the thicker of the two. Some people believe in Santa Claus, but that doesn’t make it a fact. I don’t know why this store can’t just own up to their mistake and make it right, for the amount of money we spent. I feel the company is purposely deceiving it’s customers. I will file a charge back with my credit card, over the 100.00 paper thin rug undermat, if they can’t do the right thing and give me what I paid for. So ridiculous, they waste your time and are greedy, greedy, greedy. I have asked for a refund and the store manager said, corporate doesn’t do refunds, which I think is bs. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa, recliner, rug, rug pad, throw pillows from La-Z-Boy 6-18-2021. The rug is defective. I visited the store about the matter before my 90th birthday on September 7, 2021. Mike R*******, Manager, was to send someone to inspect rug but no one came out. I contacted the store and was told I had to file a claim through La-Z-Boy for a replacement, which I did and the claim was acknowledged. As of today, nothing has been done. I have to contact La-Z-Boy, wait forever to speak with someone and all they say is, "We are waiting to hear back from the vendor." Other issues:The rug pad didn't fit the rug as was stuffed into a box. The rug will not lay flat and is fraying. Mike R******* hung up on my daughter. I was not informed the rug wasn't a La-Z-Boy product during the sale and was even charged for a warranty on the rug by La-Z-Boy. A replacement rug has been approved according to La-Z-Boy but nothing has happened. It has been over 5 months. The rug is rolled up in my living room and is a trip hazard. The rug pad is in the way as well.

  Business response

  02/23/2022

  I am Robin C***, Senior Claims Specialist for ********* Sales, Inc. dba La-Z-Boy Furniture Galleries, and BBB correspondent. ********* Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc.

  Our company has received Mrs. *******'s case and have been able to determine the following: Mrs. ******* placed an order of a Mahar rug with our Sales Associate at our Greenville Store location on December 27th, 2021. Per our Rep Rug Vendor, this style rug has been on backorder since Sept. 2021 but assured us that the container is due to arrive to their Rug Warehouse by the end of this week (week of 2/25). It should ship to our Warehouse within the next 10-12 business days. The General Manager from our Greenville store will contact Mrs. ******* and advise her of the new eta. 

   

  Thank you,

  Robin 

  Customer response

  02/24/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
   
  
  I did not place an order for the rug December 2021. I purchased the rug along with my recliner, sofa, pillows, and rug pad June 18, 2021. Please refer to the attached invoice. A claim was filed with La-Z-Boy 10-2021, after waiting for La-Z-Boy to one out to inspect.
  
  I have been awaiting resolution for 5 months. La-Z-Boy never calls to inform me of claim status. I have to call them and wait forever to speak to a representative. La-Z-Boy did not tell me the rug was not a La-Z-Boy product, but I paid La-Z-Boy for the rug along with a La-Z-Boy warranty on the rug.
  
  I request my money back as 5 months is far too long to wait for a replacement. I have not used the rug since the claim was filed.
  
  I am 90 years old and feel I have been ignored and taken of by the company.
  
  Regards,
  
  
  ******* *******

  Business response

  03/08/2022

  Per the store General Manager Mike R*******, he has tried to contact the customer several times with no success. The customer did not contact the store about any issues with her rug until after 3 months after it was in her home. As a courtesy, the rug vendor approved and ordered a replacement. Unfortunately, the style rug she picked was on backorder and we are at the mercy of the manufacturer. The new rug is due to come in any time now. Per our “Terms and Conditions”, located on the back of the signed Customer’s Sales contract, it states the following: Items not in stock at time of purchase are Special Orders. Special Orders are not subject to Cancellation, Refund, or Exchange. A 25% initial deposit is required for a special-order purchase. Production delays, especially those due to the impact of COVID-19, can detain an order for up to 10 months. Fabric, leather and wood delays are source dependent and can cause delays which are outside of LA-Z-BOY control. The “Terms and Conditions” are thoroughly explained to the customer by their Sales Consultant during the initial purchasing process. The customer can contact the store General Manager Mike R******* to discuss the issue. 

  Thank you

  Customer response

  03/09/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  There is no record Mr. R******* has ever called me. My daughter contacted him - he was rude and hung up on her.
  The rug was received July 2021. We went to the store about the issue September 2021. The rug would not lay flat, and I later noticed the fraying and unraveling on the back. Mr. R******* was send someone to inspect the rug - I waited a month. When no one called to set up a visit, we called the store and was told we had to file a claim. A claim was filled in October. The claim was acknowledged by La-Z-Boy via email in October.
  I recently received a message from La-Z-Boy saying the rug should arrive in 7-10 days. I cannot say it's resolved until the rug has been replaced and the padding cut to fit.
  Dealing with La-Z-Boy has been a nightmare and I will never buy from the company again. I paid La-Z-Boy for the rug with a warranty and found it was not a La-Z-Boy product until after the sale.
  
  Regards,
  
  ******* *******

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/14/2021 I placed an order for furniture at the Lazy Boy showroom. After waiting until 1/29/22 the furniture showed up to my house damaged and it was not the right fabric that was picked out. After talking with Mike the store manager, they refuse to refund me my money. We did not take the furniture. They had already charged me the full price on another credit card and I am trying to dispute that amount now. 25% was put down from my checking account and they are refusing to give me that money back. They said that I signed for the furniture but i did not. After further investigating they had my daughter sign for it, not me but charged me the money.

  Business response

  02/11/2022

  Tipperary Sales is an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.’s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc.
  Our company reviewed Ms. *******'s case and have been able to determine the following: On April 14, 2021, Ms. *******s’ Dad, Mr. ****** *******s, with a 25% deposit, placed a special order for a Trouper 5-piece sectional.  Per our “Terms and Conditions”, located on the back of the signed Customer’s Sales contract, it states the following: Items not in stock at time of purchase are Special Orders. Special Orders are not subject to Cancellation, Refund, or Exchange. A 25% initial deposit is required for a special-order purchase. Production delays, especially those due to the impact of COVID-19, can detain an order for up to 10 months. Fabric, leather and wood delays are source dependent and can cause delays which are outside of LA-Z-BOY control. The “Terms and Conditions” are thoroughly explained to the customer by their Sales Consultant during the initial purchasing process. Once the merchandise arrived in our Rock Hill, SC Distribution Center, Ms. *******s was contacted on 1/21/22 by our Delivery Call team to set up delivery. The balance was paid in full by Financing with her dad’s signature. The delivery was set for 1/29/22. However, after our Professional Delivery Partner arrived at her home, she refused the merchandise. Our Store General Manager from the store she and her dad purchased tried to explain our policy per the signed contract. Our Call Center Manager spoke to her on 2/2/22 and advised our policy also.
  Ms. *******s initiated a Dispute with Synchrony Finance Company. Therefore, this issue is now a Dispute with our Accounting Department and the Financing Company. Her dad financed the merchandise for her. All proper paperwork was signed. Everything is correct on the order. Due to this being a Special Order purchase, made specifically for the customer per customer’s request, this order is not subject to Cancellation, Refund, or Exchange.

  Customer response

  02/11/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********

  The company charged our card on 1/22/2022 and there was no signature given.  This was before delivery of the item.  The item was delivered on 1/29/22 and was delivered incorrect and damaged.  Delivery was refused.  We still do not have our correct item nor has the damage been fixed to our satisfaction.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a special order on Feb. 13, 2021 for a recliner. At the time of purchase I was told by salesman David L******* that it could take up to 6 months. I checked my order on line after six months and it showed it would be ready the following month. Each month following I checked and it would be moved out another month. I placed a complaint with La Z Boy on December 14. I was assured it would be ready the first week of January 2022 and that I would receive a call the same day (Dec 14) concerning a discount. I have not received any calls concerning discounts or that the order has been moved out once again. On line information now has January 20 as ship date. I tried calling the Greenville store several times this am and answering machine stated the store was closed for the holidays. I finally found an extension for the David L******* whom I ordered recliner with and left a message before noon today. I also, call the 1 800 # for La Z Boy and was told by Savanna they could not help me that I would have to talk to Greenville store since I ordered from them. I told Savanna that I could not get in touch with a person at that location I had tried several times. She was able to back door call and transferred me to Angie that said I could not cancel a special order product. I asked to speak to manager and as of 5:00 pm I have not received a call. At this point I am asking for my deposit back and forget the order. I feel that I have been more than patient.

  Business response

  01/28/2022

  We thank Ms. ****** for taking the time to communicate to us her concerns and experience at La-Z-Boy Furniture Gallery in Greenville, SC.  We are an independently owned dealer for La-Z-Boy Inc., and we provide service under the terms of La-Z-Boy Inc.'s warranty, and additionally under our service warranty/agreement. We operate eight stores in seven markets located in North Carolina, South Carolina and Georgia. As an independently owned dealer, there is no common/shared ownership control between our dealership and La-Z-Boy, Inc. We apologize we have not met your expectations at this time. We have every desire to address the concerns and provide the best solution available to resolve the issue as soon as possible.
  The order that was placed on February 13, 2021 is currently due to ship from the production facility the first week of February. We have confirmation it has finished production and is as of today January 26th, 2022 being loaded for shipment to our distribution center. Once we received the furniture, the delivery to the customer’s home will be set up. The item selected by the customer for purchase at the time of the sale is a Special Order unit. Per our “Terms and Conditions”, located on the back of the signed Customer’s Sales contract, it states the following: Items not in stock at time of purchase are Special Orders. Special Orders are not subject to Cancellation, Refund, or Exchange. A 25% initial deposit is required for a special-order purchase. Production delays, especially those due to the impact of COVID-19, can detain an order for up to 10 months. Fabric, leather and wood delays are source dependent and can cause delays which are outside of LA-Z-BOY control. The “Terms and Conditions” are thoroughly explained to the customer by their Sales Consultant during the initial purchasing process along with relaying the most accurate information we have at the time of the customer’s purchase. We apologize that this order production date is later than expected. Due to multiple factors in the manufacturing industry, we have experienced some delays in regard to part supply chain and has been a difficult issue for La-Z-Boy. We apologize that these delays were not relayed to the customer in a timely manner.
  Our General Manager, Mike, will contact the customer to discuss her experience and any discounts that can be extended to her. Again, we extend our apologizes to the customer for any inconvenience she has experienced. We highly appreciate her business and feedback. We home for the opportunity to serve Ms. ****** in the future and look forward to delivering her product soon.
  

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